ITSO / Lead Consultant Specialist

Job description

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

We are currently seeking an experienced professional to join our team in the role of Lead Consultant Specialist 

In this role you will:

·  Ensuring 24/7 availability of critical enterprise applications
·  Working with Digital, Non-Digital teams and third parties to assist with the identification, classification, and prioritization of Production Incidents.
·  Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned, and tracked to meet SLA.
·  Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives.
·  Daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked.
·  Overseeing complex problem cases and associated actions to ensure teams are progressing and collaborating at all times.
·  Ensuring that problem resolutions are implemented through the appropriate change management policy.
·  Identifying trends and patterns of incidents and triggering reviews of these cases with the technical teams.
·  Validate that problems have been documented correctly and contain accurate information.
·  Quality check outage records to ensure that impact has been recorded accurately.
·  Ensuring the problem management process encompasses adding new errors in to the Known Error KB.
·  Producing regular and ad hoc problem and incident management reports ensuring that the information is delivered within the agreed timescales.
·  Input to the Service Improvement Initiatives, Major Incident Reviews and any ad hoc Incident Retrospectives.
·  Co-ordinate and promote the effective functioning of problem management activities across Digital Support teams and other teams we connect with.
·  Ensure incidents and problems tickets are up-to-date working across Digital teams to ensure good ticket management.
·  Drive Technology modernization initiatives.
·  Conduct Release Readiness reviews and Milestone Reviews

Requirements

To be successful in this role you should meet the following requirements: 

·  Decade of experience as an IT incident manager or IT service manager
·  Excellent problem-solving skills and an ability to collaborate with technical teams
·  Advantage edge of ITIL. ITIL certification preferred.
·  Experience of working in Agile and services. of DevOps
·  Experience of service desk tools (Jira Service Desk, Global Service Desk, ServiceNow) 
·  Good understanding of ITSM processes
·  Participate in CAB meetings to discuss release scope and/or roadblocks.
·  Excellent written and verbal communication skills
·  Understanding of Tooling for application monitoring using AppDynamics and logging setup using Splunk
·  Proficient in incident and Problem Management approaches e.g. Pareto analysis, Ishikawa diagrams, brainstorming etc.
·  Experience with handling applications with micro-service architecture will be an added advantage!
·  Willing to be on-call to help provide impact information for the services.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India